The helpdesk center is staffed by Eureka's team of professionals trained in handling phone support and remote infrastructure support backed up by our technical team who are available for on-site support when necessary. Eureka's support team solve 80% of IT problems remotely using sophisticated remote management tools which are secure and light weight. We have a comprehensive IT service support and delivery systems in place to ensure fast and effective resolution of problems utilizing a well defined problem escalation system and an up to date knowledge data base for technical issues. Below is a sample of Eureka's deliverables Providing a single point of contact for IT users across locations and geographies IT support covering desktop/laptops, servers, operating systems, office productivity suites, e-mail browser support, network connectivity issues, custom applications Remote management using remote troubleshooting tools for effective first call resolution Incident management (trouble ticket management) for user queries, so each issue is logged and monitored until resolved Desktop standardization and imaging Installation of software and patches Software distribution and license management Security management and virus control